Customer Service Sales

Joseph Shaia

**** *** ****** ~ Brooklyn, New York 11209 ~ 917-***-**** ~ Email: ********@*****.***

PROFESSIONAL PROFILE

High energy business professional with a comprehensive background in areas of Financial Planning & Analysis, Management and Business Strategy. Demonstrates brilliant leadership, project management and customer service skills. Skilled in identifying financial performance drivers, implementing process improvements, and streamlining daily activities.

PROFESSIONAL EXPERIENCE

RE/MAX Metro – The Napolitano Team – Brooklyn, NY

Chief Operations Officer (10/2015 – Present)

Articulate the team’s mission in a clear and concise way that can speak to customers and employees at all levels. Collaborates with senior management to devise effective short and long term plans. Analyzes the success of products, projects, and activities. Manage economic and financial viability of the company by using management strategies, financial accounting, human resource planning, customer relations, and implementation of new technologies. Communicate the company’s official stance on its mission to external sources and internally to all personnel. Discover ways to increase revenue by eliminating wasteful practices and expediting product delivery. Leads and supports management in application and implementation of new policies and procedures. Represents the company in official functions. Develops new business opportunities by leveraging contacts, pursuing new product development, and improving project efficiency.

Key Achievements:

• Led the operations of a top producing real estate team at RE/MAX.

• Ranked #19 in the country at RE/MAX in 2015 and closed 74 transactions with over $55 million in sales volume.

• . Authored a policies and procedures manual and culture book, and seamlessly integrated a CRM and transaction system into the daily workflow.

• Created monthly, quarterly and year-to-date volume, metrics and budget reporting and presented a financial review to senior management.

• Provided training and support to both current and new employees in areas of negotiation, transaction management, sales tactics, and trends in the market

• Ensures compliance with all relevant laws, policies, and regulations

Brooklyn Chamber of Commerce - Brooklyn, NY

Vice President, Member Services (3/2014 – 8/2015)

Director, Member Services (4/2013 - 3/2014)

Lead the Business Development/Sales team to identify membership prospects and enrollment of new members in the Brooklyn Chamber of Commerce. Work closely with the Chamber President to execute new membership programmatic services and initiatives. Serve as integral part of Membership Fulfillment team, working with Senior VP on interdepartmental process. Prepare annual budget and departmental reports to present to the Board of Directors. Collaborate with other departments to provide timely and up-to-date information and assistance to service the needs of members and key stakeholders. Develop strong relationships and partnerships with senior clients and C level executives and served as the primary contact to address any issues or concerns. Provide staff support and training in the areas of prospecting and lead generation. Successfully negotiate additional opportunities for advancement and create customized packages and solutions to best service the client’s need.

Key Achievements:

• Increased annual revenue by more than 60%, and played a major role in developing partnerships with key market stakeholders. This led to an increase in the operational budget from $2.5M to $4.75M in less than 3 years.

• Exceeded membership accounts by 200% growth within a year, and increasing overall growth by 300% within 2 years

• Successfully created annual revenue plan and development strategies to increase profitability.

• Provided exceptional leadership to sales team and developed strategic initiatives to meet and exceed general member acquisition and retention goals, and played a major role in developing partnerships with key market stakeholders.

BARCLAYS CENTER, Brooklyn, NY

Event Coordinator/Bartender (4/2012 – 5/2013)

Provided exceptional customer service and served cocktails, beer, wine, and cordials at a fast paced high volume bar for all events occurring within the stadium. Settled cash and credit card sales through Micros POS system. Maintained bar inventory and coordinated with purchasing manager to ensure re-stock orders were placed and deliveries received. Built clientele base by providing outstanding customer service to all patrons.

Key Achievements:

•Received recognition as the Top Rated Employee for the Inaugural Season

FIDELITY INVESTMENTS, New York, New York

Director of Compliance – National Financial Services LLC (7/2008 – 12/2011)

Maintained responsibility for managing Corporate Actions Compliance team. Oversaw the reconciliation of multiple suspense accounts to ensure SEC and FINRA regulations were met. Worked extensively with auditors and regulatory officials to monitor financial integrity. Performed ad hoc analysis as required. Led efforts to analyze cost center budget on a quarterly basis and forecast for upcoming time frames. Proactively managed client relationships and ensured a world class customer service experience. Developed system enhancement proposals and participated in testing efforts to ensure a smooth production release. Successfully managed process improvement divisional projects from implementation to completion. Collaborated with Senior Management to develop annual budget and discuss future revenue opportunities. Analyzed financial analytics and trends in the marketplace to create a strategic action plan. Coordinated training sessions and webinars to detail functionality to end users

Key Achievements:

• Authored a policy and procedures manual for Multi-Currency Accounts and International processing posted in the company online reference guide.

• Participated in industry wide Operations Reengineering Program and implemented a web based custody operations system

• Appointed as the head of the Monthly Business Review Board with key responsibilities such as reviewing the monthly Operations Risk Report, P&L, MIS, Capital Charges Report and Risk Metrics.

MORGAN STANLEY DEAN WITTER, Jersey City, New Jersey

Senior Manager – Corporate Actions/Risk Department (7/2007 – 7/2008)

Maintained responsibility for the reconciliation in several internal Corporate Action accounts. Acted as a liaison with escalated clients and improved client satisfaction. Tracked incoming SWIFT messages and asset movements from the foreign custodians. Facilitated cross-training sessions which expanded the knowledge of the entire department.

Key Achievements:

• Enhanced efficiency and overall productivity by creating a Divisional Business plan which included updates to critical systems and process workflow

• Spearheaded the development of Monthly Business Reporting including metrics and volumes detailing financial performance.

FIDELITY INVESTMENTS, New York, New York

Senior Risk Manager – National Financial Services LLC (5/2005 – 7/2007)

Performed due diligence with issuer’s counsel and provided trade authorization to internal investment advisors and correspondent firms. Provided clearance on restricted stock, control stock, and ESOP trades. Established 10B5-1 trading plans. Compiled monthly volumes, metrics, and business unit forecasting.

Key Achievements:

• Contributed to the development of the SmartForm, which was an E-form created to alleviate the complexities of completing multiple forms to clear restricted stock and boosted customer satisfaction.

• Conducted financial analysis of the business division and presented an overall performance picture to senior management.

• Identified and analyzed operational risks and performance drivers impacting the division.

OPPENHEIMER & CO., INC., New York, New York (6/1999 – 5/2005)

Senior Analyst – Restricted Stock/Legal Transfer Department

Handled analysis functions and ensured data integrity. Provided trade approval on restricted and control stock to internal brokers. Reconciled internal suspense accounts on a regular basis. Processed reverse splits, death puts, warrant exercises and redemptions.

Key Achievements:

• Streamlined financial processes and increased productivity levels.

• Completed Form 144s to file with the SEC, NYSE, and AMEX.

EDUCATION & CREDENTIALS

Bachelor of Arts, Communications, Minor in Finance (May 2003)

MANHATTAN COLLEGE, Riverdale, New York

Certifications: AML, Compliance and Regulatory Control for Brokerage Accounts, SOX, Asset Servicing and Money Movement Risk, Customer Service CEI, LEAN, FID Forex Currency Compliance, OFAC

LICENSES

New York State Real Estate Salesperson – Active through June 2018

TECHNICAL SKILLS

Microsoft Office, DTC, Xcitek, Bloomberg, ShadowSuite, Checkfree Frontier, Actions Compare, SWIFT, CitiDirect for Securities, Euclid PC, Citi FX Pulse, Martini, Sharepoint, Weblink, Constant Contact, Mail Chimp, Authorize.net, Top Producer, Boomtown, SkySlope, Kunversion, Dotloop, Bombbomb, Mojo Dialer, Landvoice, Salesforce

ACTIVITIES

Event Coordinator, Operations and Service Group – Fidelity Investments 2008-2011

- Successfully organized Annual Golf Outings for 150+ participants

- Planned quarterly outings for all employees (200) within the division

- Coordinated Monthly team building activities, events, meetings, projects and budgeting for Operations division

Board Member, Brooklyn Community Board 10, 2014 – 2016

Board Member, Kiwanis Bath Beach, 2014 - Present

Pastoral Council President, OLOL Cathedral, 2009 - 2015

Board Member, Syma Inc., 2004 - Present

Senior Event Planner, OLOL Not-for-Profit, 2005 – Present

- Successfully planned annual fundraisers including festivals, capital campaigns, banquet & gala dinners and golf outings

Member, Division I Men’s Golf Team, Manhattan College, Fall 1999 – Spring 2003

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